Learning how to effectively communicate with users is an ongoing challenge for libraries, and it can be tempting to take a product-first approach to improving our communication channels. A team led by Access Services in our library developed a text messaging service designed to send timely notices to our users. But we didn't begin the project with the intention of designing a text messaging application. Rather, we went in with a question: how do users want the library to communicate with them? This presentation will present findings from multiple user research studies on library notices, discuss how to create realistic project requirements that everyone can work with, and share lessons learned about creating staff buy-in for a new service.